Efficiency, effectiveness and service in public administration

IPAMthe Dutch Informal Pro-Active

Approach Model

Lynn van der VeldenMinistry of the Interior and Kingdom

Relations

Outline presentation

• Introduction• Description IPAM, current status, results

and goals• National and international context and

developments• EC and UN interest in projects• Dynamics and challenges

bThe Dutch Policy Context for IPAM• Both private sector and government spend millions in

hours and costs on complaint, objection and appeal procedures and there is a significant increase of subsidized legal aid up to € 400 mln per year

• Cause of 11% of the total amount of administrative burdens for citizens

• Part of citizens’ top ten most pressing bottlenecks in government services, citizens contentment 4,8

3

National implementation of IPAM for decision-making processes and in case of complaint handling and objection procedures

Solution for miscommunication, poor behaviour, unclear rules, disputes with and between citizens leading to significant increase of acceptance of government decisions and citizens contentment

NEW POLICY

First intervention by telephone , pro-active solution driven approach

Informal dialogue, including in person discussion on what is the best way to handle the problem

Current status & goal

• Goal: nation wide implementation in all government decision-making processes including complaint handling and objection procedures

• Within the next four years in a minimum of 50% of all decision-making processes IPAM should be offered

• At the moment 220 pilots in 16 government domains

Development of governments and public service delivery

Kafka’esque

• Arbitrary• Random• Coercive

Bureaucratic

• Rules-based• Administrative• Top-down• Gov-centric• One-size-fits-all

Open & participativ

e

• Transparent & responsive

• Innovative• Both bottom-up &

top-down• User-centric &

Personalised• Relationship- and

behaviour-based

Canadian Citizens first project and research

Job satis-faction civil servants

Service delivery

& citizen

satisfaction

Trust in government

Reduction of Administrative burdens

Workplace

Education and development

Management

Timely services

Treatment

Professionality

Results

Transparancy

Admitting mistakes

Integrity

Equality

drivers

Results Reduction of cost for the government of approximately

20% An increase of citizen satisfaction of 40%

An increase in employee satisfaction of 20% Informal procedure preferred and leads to a solution in

50%-60% of the objection cases and in 80-90% complaint cases

System change

Pilots are evolving to a national system change

• Administrative law• Court proceedings involving

government organisations• National policy on a change of

processes within public service delivery

International interest

• European Public Service Award• United Nations Public Service Award

Dynamics and challenges1. Dutch hospitals

* education on IPAM is part of education Dutch physicians* professionalisation of complaint handling and development of system for learning from complaints

Challenges: when insurance offices are involved because of a claim

2. Dutch municipalities* top runners and innovators within IPAM project* broadest variety of government domains

Challenges: when to stop, lawyers, multi-party involvement, handling expectations, change management within the organizations

Bottlenecks and challenges

• Project is based only on a training OR

- coaching on the job- telephone-buddies- meetings amongst pilot members during the pilot

• Involvement of management• Coördination of pilot and adjustment of

procedures• Coöperation between Projectleader and

projectmembers